What to do if…
your password works on one device but is rejected on another for the same account

What to do now

1. Pause repeated attempts

   • If the service shows a waiting period or a recovery instruction, follow it.
   • Do not test more guesses while a temporary delay or block may be active.

2. Check that both devices are using the same account

   • On the device that still works, check the exact email address, username, or phone number used for the account.
   • On the failing device, make sure you are using that same sign-in identifier.
   • For a work or school account, use the organisation’s official sign-in page or app.

3. Try one clean password entry on the failing device

   • Turn off autofill for this attempt and type the password manually.
   • Check caps lock, the keyboard language, the keyboard layout, and accidental spaces.
   • If the device has an old saved password for the account, remove that saved entry before trying again.

4. Rule out a browser or app problem

   • For a website, make one test in a private browsing window or a different updated browser to rule out a browser-specific issue.
   • For an app, close it fully, reopen it, and install any available update through the official app store.
   • If a verification code is failing, checking that the device date and time are automatic and correct may help for some verification-code methods.

5. Secure the account if something looks unfamiliar

   • Use the device that still works to open the provider’s security settings.
   • Change the password to a new, unique password.
   • Sign out other sessions or devices if the provider offers that option.
   • Review recent account activity and sign out unfamiliar sessions or devices.
   • Check that the recovery email address and phone number are correct.
   • Turn on two-factor authentication if the provider offers it.

6. Use the provider’s official recovery route if access still fails

   • Open the provider’s official app or type the website address you already know into the browser.
   • Use the provider’s account-recovery or forgot-password process.
   • If recovery messages go to your email and you think the email account may also be compromised, secure the email account first.

7. Stop using the failing device for logins if it may have malware

   • Do this if you opened a suspicious attachment, installed an unexpected download, or notice unusual redirects, pop-ups, or new browser tools.
   • Stop logging into accounts on that device.
   • Update its security software and run a security scan before using it for account logins again.

8. Report fraud or identity theft when relevant

   • If a suspicious message or scam led to the problem, report it to the FTC.
   • If you believe someone used your personal information, use IdentityTheft.gov to report it and get a recovery plan.